Process modeling information systems development: The SellCo case

Abstract

We build on previous research to demonstrate how, with a combination of a socio-technical change model, a social process model, and punctuated equilibrium theory, we can describe and analyze a specific information system development project. In this paper, we focus on an information systems project that was being implemented in a UK retail organization where a new system was being implemented to replace the existing, failing one. Generally, the combination of these IS research models can provide us with a new, practical, and valuable way of understanding information systems development (ISD) as a social process. Despite the limitations associated with this type of research, this study attempts to contribute to the further understanding of process research into ISD. Through our case study exemplar, several findings were generated. Firstof all, the project implementation context, including organizational context and external environmental context, was shown to play a significant role in the project implementation process. We show how social-technical equilibria can be perturbed by the critical incidents that occurred externally to the project. Furthermore, the ability of the project team in dealing with unexpected events was seen as a vital skill in ensuring the stability of a project. In contrast, drift is shown to lead to a degree of chaos. Third, the past project patterns or similar patterns from other system processes, as suggested the literature, have significant impacts on current project patterns. Finally, when it comes to critical events that occur totally unexpectedly, we found that the knowledge generated from past project patterns or similar patterns from other systems may be of only limited use. Actors in our ISD drama were often reactive, not anticipatory. Our approach illustrates the utility of the contextual process model in the study of ISD and, in particular, the distinction between project and work processes. The paper ends with suggestions which may be helpful to scholars in IS research as well as practitioners involved in IS projects. © 2007 International Federation for Information Processing.